Customer Liaison Specialist
4 weeks ago
Job Title: Customer Liaison Specialist
Job Summary:
We are seeking a highly skilled Customer Liaison Specialist to join our team at Sopra Banking Software. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and ensuring that our internal and external customers receive the highest level of support.
Main Responsibilities:
- Receive, record, and validate customer incidents, problems, and changes in our helpdesk systems.
- Listen to customer concerns and understand the impact and severity of the issues they face, acting professionally and appropriately to achieve resolution.
- Progress incidents to a successful and timely resolution, liaising with SBS personnel and customers as necessary.
- Provide regular feedback to customers on the progress of incidents, problems, or changes requested, monitoring incidents against service level agreements and escalating any potential breaches to internal personnel.
- Provide regular internal management information and customer reports as requested.
- Act as the primary point of contact for general customer communication.
- Follow established processes and procedures to ensure consistency and quality.
Requirements:
- Excellent customer service skills with the ability to establish rapport with internal and external customers.
- Ability to challenge processes and suggest improvements.
- Willingness to develop skills within a team environment.
- Excellent Microsoft Office skills, including Outlook, Word, and Excel.
- Flexibility of approach to deal with changing priorities and deadlines.
- High level of accuracy, reliability, and consistency.
- Experience with helpdesk systems.
- Willingness to work a flexible work pattern.
Desirable Skills and Experience:
- Analytical and problem-solving ability.
- Acting as designated coordinator for specific customers and attending regular service review meetings as required.
- Knowledge of Oracle or MS/SQL databases.
Additional Information:
SBS is a certified Great Place to Work and offers a hybrid working model. We provide a market-competitive salary and excellent rewards and benefits schemes, including 25 days' holiday, a 6% employer pension contribution, and private medical insurance.
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